Customer Success Specialist 3 - High Value

Job Description

Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application. At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 5,000 retail branches, 17 contact centers, and 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.The Customer Success Specialist 3 is an essential role within the Business Banking Premier contact center and may be a good fit for you if you would enjoy:

• Delivering a best-in-class customer experience while adhering to work guidelines, policies, and regulations.
• Quickly answering customer inquiries or issues on complex financial products, services and/or select customer segments via phone.
• Excelling in a fast paced, collaborative environment that requires accuracy, multitasking and effective communication.
• Navigating multiple computer systems; researching and assessing customer needs.
• Assessing customer needs and offering products and services as appropriate.

Compensation: Starting rate: $17.75 per hour, plus eligible to participate in the Wells Fargo CSBBO Contact Center Incentive Compensation Plan with the opportunity to earn quarterly incentive. Training class starts on Monday, July 12th for 3 weeks and the training hours are 8:30 a.m. – 5:00 p.m. Monday - Friday. You are required to attend the full duration of this paid 3 weeks of training.Schedule: Our Contact Center is open: Sunday - Friday 7:00 a.m. - 12:00 a.m. (EST). Schedules vary based on business need and include working at least one weekend day and scheduled holidays to support the business needs.

Required Qualifications

• 2+ years of experience assessing and meeting the needs of customers and/or solving customer problems demonstrated through work or military experience

Desired Qualifications

• Ability to interact with integrity and a high level of professionalism with all levels of customers, team members and management
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to influence, educate, and connect customer to technology and share the value of digital banking options
• Good attention to detail and accuracy skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Basic Microsoft Office skills
• Experience delivering results in a fast-paced, deadline driven environment
• Ability to quickly learn business operations and processes
• Excellent verbal, written, and interpersonal communication skills
• Ability to negotiate, influence, and collaborate to build successful relationships
• Ability to be flexible and adjust plans quickly to meet changing business needs
• Knowledge and understanding of business banking products, policies, and procedures; within a call center environment
• Knowledge and understanding of online banking products, policies, and procedures; within a call center environment
• Strong knowledge and understanding of Virtual Library
• Knowledge and understanding of Hogan
• Exposure to Wells Fargo CIV (Customer Information View) application
• Knowledge and understanding of business servicing systems such as Business Credit System (BCS) or Customer Information View (CIV)

Job Expectations

• Must be able to attend full duration of required training period

Disclaimer

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Benefits Summary

Benefits

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.